Job Description

What's the Short Version?

The Account Executive II, Strategic/Channel is responsible for managing a dedicated portfolio of specialized customer accounts. This role plays a vital part in cultivating strong customer relationships, collaborating with channel managers, and ensuring the success and satisfaction of our valued customers. This position strategically support a designated sales channel, demonstrating product and industry trend knowledge to enhance the customer experience, cultivate positive customer sentiment, and drive channel growth.

What Will You Be Doing?

• Responsible for a portfolio of strategic accounts, nurturing long-lasting relationships with our customers.
• Utilize a thorough understanding of the customer's unique needs, preferences, and goals to provide tailored solutions, services and experiences.
• Leverage Salesforce and other tools to capture and gather critical customer insights, thereby strengthening relationships and partnerships.
• Prioritize customer satisfaction above all else.
• Serve as the main point of contact for customers; address inquiries, resolve issues, and ensure their needs are met promptly and effectively; independently make decisions that enhance customer experience.
• Process orders and handle return authorizations while keeping the customer informed of status updates.
• Strategically partner with Channel Managers to create a seamless customer experience, ensuring a united approach to customer satisfaction and account growth.
• Serve as a reliable backup for customer support and assist fellow team members as required.
• Serve as a product expert, demonstrating a deep understanding of our products and services to effectively communicate their value to customers.
• Proactively assess industry trends and competitors, foreseeing changes and providing strategic insight to advise and serve customers.
• Maintain regular and proactive communication with customers via email, phone, and over virtual platforms such as Teams, Zoom, or other video conferencing tools.
• Ensure customers are informed about products, updates, new offerings and marketing programs, demonstrating knowledge of their goals by effectively aligning these opportunities with customer strategy to enhance their business.
• Proactively and independently identify and resolve challenges and issues that may arise in the customer relationship, working collaboratively with other teams to find creative solutions.
• Serve as a customer advocate within the organization, focusing on and creating strategies to enhance customer loyalty and retention, going beyond sales metrics to create a best-in-class customer experience.
• Demonstrate knowledge of customer and end-user goals by proactively offering strategic product and marketing tool solutions.
• Develop creative presentations and flyers for new opportunities.
• Attend industry trade shows and customer events to enhance customer relationship and drive retention.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For?

• Associate's Degree in Business, Sales, or related field, or equivalent experience
• 4-6 years in account management, customer relationship management, or inside sales, preferably within the B2B sector
• Mastery of AE II with performance rating of Exceeds or High Performing
• Excellent communication and interpersonal skills; face-to-face, via videoconference (MS Teams, Zoom, etc.) and over the phone.
• Self-motivated and able to work independently.
• Strong organizational and time management skills.
• Able to manage multiple assignments and systems simultaneously.
• Technical Proficiency: Proficient knowledge of Microsoft Office (Outlook, Word, Excel, Powerpoint, etc.) and Salesforce, with strong typing and accuracy skills.
• Problem Solving: Proficiency in creatively resolving difficult or emotionally charged customer situations.
• Team Player: Thrive in a team-oriented environment and contribute to a positive team dynamic.
• Ability to travel 1-3 times per year (<5% of the time).

What's Our Offer?

Salary Range: You`ll earn between $25.00 - $34.65 (WA, NJ); $22.88 - $31.70 (MN, NV, TX, VA); $22.00 - $30.49 (AZ, ID, FL MT, OH) on an hourly basis, depending on experience.

Bonus: You`ll be eligible for an annual discretionary bonus up to 5% of base salary.

Paid Time Off: You`ll accrue paid time off on a weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits:

• Comprehensive medical, dental, and vision benefits
• 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
• Life insurance
• Short/long-term disability coverage
• Paid maternity/paternity leave
• Pet insurance

What Should You Expect?

Remote: Our standard working hours are 8:00-5:00 PST. Periodic travel may be required. The employee is regularly required to sit for extended periods while working on a computer and participating in virtual and in-person meetings. Frequent use of hands for keyboarding and standard office equipment is required. Occasional standing, walking, and reaching may be needed to attend meetings or collaborate in an office setting. The role requires the ability to perform close visual work on a computer for extended periods. The employee may occasionally lift and/or move up to 10–15 pounds. Reasonable accommodations may be available to enable individuals with disabilities to perform essential job functions.